NAV CANADA Delivering Operational and Service Excellence

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In our business, there is no downtime.

We are engaged in every moment of every day across multiple time zones, providing critical services to meet the challenges of an ever-evolving industry. Though NAV CANADA’s operational role is set behind the scenes for many, our success allows others to thrive. Our highly skilled workforce adheres to rigorous operational standards and delivers the safest and most efficient services we can to our valued customers. Whether delivering air traffic services, providing aeronautical information or maintaining communications, navigation and surveillance infrastructure for those who place their trust in us, we are proud to be a vital link in helping others perform their best, to keep Canada’s skies safe.

Customer satisfaction

This past year marked our return to the International Customer Outreach and Survey Program, which seeks valuable input from international operators on a number of air navigation service (ANS) performance areas. The survey yielded an overall satisfaction rating of approximately 80%. This follows last year’s domestic customer survey program, which showed an overall satisfaction rate of 81%. Overall, our stakeholders have positive feedback regarding the advancement of key initiatives such as trajectory-based operations, airspace modernization and digital facilities, as well as our efforts to enhance the resilience and sustainability of the air navigation system. The survey also revealed where we have opportunities to improve. NAV CANADA is committed to working with stakeholders to understand challenges and opportunities and provide the best services we can both today and as we shape the ANS of the future.

Data is a powerful tool in understanding how we as an industry can perform better, and how the air navigation service creates value for our customers and stakeholders. We have used the feedback obtained through engagement with our stakeholders to refine system performance metrics. In fiscal 2024, a development plan and roadmap were produced for the reporting of customer value proposition. They include an approach to data-sharing agreements to make key metrics available to our stakeholders. This initiative has increased trust among our customers and stakeholders, and highlighted our commitment to transparency, accountability and collaboration. Conversations continue regarding the mechanisms and cadence for future sharing of this insightful information, as we continue to collaborate with government and industry partners on the broader data-sharing ecosystem.

Providing services through wildfire season

The growing prominence and severity of wildfires throughout Canada remind us of the critical importance of safety and preparedness training for our organization. NAV CANADA operations in four different provinces and territories faced significant challenges in responding to the events of summer 2023. The lessons gleaned from these situations helped to guide our Security and Emergency Planning group in strategically improving our safety and response preparation for the 2024 wildfire season. Actions included:

Strengthening ties and information flow with provincial and territorial emergency management organizations.
Collaborating with Transport Canada and other federal departments to clarify our service offerings and identify key employees who will continue to provide support and services during emergencies.
Raising employee awareness of regional emergency management team roles and the related supervisory decision-making processes.
Continuing preparedness training at all levels of our operations to promote consistent application of crisis management standards and expand the number of employees trained.

In May 2024, a significant wildfire event faced by the NAV CANADA team led to the evacuation of our employees from the Fort Nelson flight service station (FSS). All employees and family members were safely evacuated from the site with the Company’s support and returned by the end of the month. The station re-opened with no physical damage to the FSS.

Improving weather and aeronautical information for our customers

In November 2023, we demonstrated our ongoing commitment to industry-wide education by launching the Aviation Meteorology Reference, an online bilingual resource that helps users to better define and understand weather phenomena. This free, non-operational resource was developed in collaboration with Canadian aviation and meteorology experts, including pilots, dispatchers, air navigation experts, airport authorities, certified flight instructors and meteorologists from the Meteorological Service of Canada.

Designed to establish a common understanding of weather, the Reference explains the science of weather, provides information within a historical context and applies the impact for all manner of aircraft. In an era where the severity of weather events demands clear understanding and categorization, this guide strives to standardize the terminology used across various disciplines within aviation. The Aviation Meteorology Reference will inherently strengthen how we communicate and collaborate across the industry.

We have also enhanced our AIP Supplements (AIP SUPs), as well as the AIP Canada web page, to make them more appealing and effective in communicating key information by standardizing content, layout and graphics. Where NOTAMs have always conveyed important information, AIP SUPs can include more detailed and comprehensive information, including graphics, that provide a clear understanding of the situation. To ensure our customers prioritize this information, we have introduced trigger NOTAMs, in line with International Civil Aviation Organization standards, which alert users to consult the relevant AIP SUP for situational awareness.